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Rail Delay Compensation Claims

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Rail Delay Compensation Claims Rail delay compensation claims 2019-20 rail periods 8-10 (13 October 2019 to 4 January 2020) Publication date: 2 April 2020 Next publication date: 25 June 2020 Background Between 13 October 2019 and 4 January This factsheet contains information on 2020 (2019-20 rail periods 8 to 10): delay compensation claims made by passengers on rail services in Great There were 1.8 million delay compensation Britain. These statistics contain: claims closed by train operators. Delay compensation claim volumes (received and closed per rail period); This is an increase of 51.0% from 1.2 million claims The response rate of those claims during the same three rail periods in 2018-19. closed; The volume of those claims closed This is primarily due to some train operators which were approved. moving to Delay Repay 15, which means more passengers were eligible for delay compensation. Train operators have a target to process delay compensation claims within one So far in 2019-20 (P1-10) there have been 4.5 month of receipt. This is specified in condition 33.2 of the National Rail million claims dealt with by train operators, this is Conditions of Travel (NRCoT). 5.9% higher than the equivalent time (P1-10 2018- Definitions Overall, 98.4% of delay compensation claims were closed within 20 working days. Volume of claims closed: The claim is closed when the train This is an increase of 4.6 percentage points from operator issues payment for a the same three rail periods in 2018-19. successful claim or when the passenger 18 out of 23 train operators either increased or was informed that their claim was maintained their response rate within 20 working rejected. These statistics include claims made by passengers, regardless of train operator delay compensation scheme. Of these claims closed, 84.4% of claims were approved by train operators. Claims closed within 20 working days (percentage): ORR use 20 This is an increase of 2.3 percentage points from working days as a proxy for the one the same three rail periods in 2018-19. month target referred to in the NRCoT. Volume of claims approved: The volume of delay compensation claims closed where the passengers claim has been successful and approved. Responsible Statistician: Christopher Casanovas Public Enquiries: E-mail: [email protected] Media Enquiries: Tel: 0207 282 2094 Website: https://dataportal.orr.gov.uk/ Delay compensation claim volumes An increase in delay compensation claims between within 2019-20 rail periods 8-10 compared to the same time last year is mainly due to a number of train operators switching to Delay Repay 15 (DR 15) compensation scheme throughout the past year. The switch to DR 15 means the threshold to claim compensation is lower (15 minutes), whereas previously it was 30 minutes in most cases, therefore more passengers are eligible to claim delay compensation. ORR train punctuality statistics show that 97.8% of recorded station stops were arrived at early or within 15 minutes after the scheduled arrival time in 2019-20 Q3 (Oct-Dec). This is similar to the 98.0% of stops arrived at within 15 minutes in the same quarter the previous year. These statistics cover broadly the same timescale as periods 8-10 within this factsheet. An increase in claims dealt with by West Midlands Trains (WMT) also contributed towards the national increase in delay claims. WMT closed almost 227,00 delay compensation claims between 2019-20 P8-10, which was just over 177,200 claims higher than the same time last year. The punctuality statistics show WMT punctuality and reliability have both deteriorated in 2019-20 Q3 (Oct-Dec) compared to Q3 last year1. Volume of delay compensation claims closed and response rate within 20 working days by rail period, Great Britain, 2018-19 P1 to 2019-20 P10 98%100% 99%100%99% 99% 99% 99% 97% 97% 95% 97% 97% 96% 96% 96% 97% 97% 97% 800,000 94% 100.0% 91% 91% 89% 90.0% 700,000 A number of train operators moved to 80.0% 600,000 May 2018 timetable change caused a DR 15 through out 70.0% 500,000 2019-20. 660,663 spike in claims 60.0% 648,481 400,000 50.0% 571,636 568,561 555,332 538,716 40.0% 300,000 462,317 457,223 420,097 30.0% 402,521 399,667 387,453 385,383 382,028 379,317 200,000 373,616 370,961 338,294 20.0% 336,210 330,637 300,562 295,553 100,000 10.0% 233,966 - 0.0% P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 2018-19 2019-20 Volume of claims closed Response rate within 20 working days Volume of claims Volume of claims closed and delay closed and delay Volume This table shows train Train operator compensation compensation increase operators that have scheme, 2018-19 rail scheme, 2019-20 rail changed to a DR 15 periods 8 to 10 periods 8 to 10 delay compensation Avanti West Coast 97,911 (DR 30) 171,691 (DR 15) 73,780 scheme in the past year. East Midlands Railway 19,247 (DR 30) 72,454 (DR 15) 53,207 All these operators have Great Western Railway 40,914 (Traditional) 96,523 (DR 15) 55,609 shown an increase in the Greater Anglia 87,245 (DR 30) 143,183 (DR 15) 55,938 volume of claims closed Northern 51,194 (DR 30) 121,683 (DR 15) 70,489 in 2019-20 rail periods 8- Southeastern 84,765 (DR 30) 150,558 (DR 15) 65,793 10 compared to the TfW Rail 5,233 (Traditional) 24,436 (DR 15) 19,203 1 Passenger Rail Performance , 2019-20 Q3 release. WMT experienced a 8.5 pp deterioration in punctuality (On Time measure) and 5.4 pp deterioration in reliability (cancellations measure) in 2019-20 Q3 (Oct-Dec) compared to Q3 last year. Comparison of delay compensation claim volumes between train operators and percentage changes to the previous year should be treated with caution. This is due to different thresholds to claim compensation between each delay compensation scheme and the different number of services for each train operator. A number of train operators have changed delay compensation scheme since the time-series began in 2018-19 so some comparisons must be treated with caution. The volumes below have not been normalised by passenger journeys. Delay compensation claims volumes, Great Britain, 2019-20 P8-10 Delay compensation claims volumes, % change on 2019-20 rail periods-6000-5960-5920-5880-5840-5800-5760 -5720-5680-56408-5600-5560-5520-5480-5440 -5400-5360-5320to-5280-5240-5200-5160-5120-5080-5040-5000-4960 -4920-4880-484010-4800-4760-4720-4680-4640-4600-4560-4520-4480-4440-4400-4360-4320-4280-4240-4200-4160-4120-4080-4040-4000-3960-3920-3880-3840-3800-3760-3720-3680-3640-3600-3560-3520-3480-3440-3400-3360-3320-3280-3240-3200-3160-3120-3080-3040-3000-2960-2920-2880-2840-2800-2760-2720-2680-2640-2600-2560-2520-2480-2440-2400-2360-2320-2280-2240-2200-2160-2120-2080-2040-2000-1960-1920-1880-1840-1800-1760-1720-16802018-1640-1600-1560-1520-1480-1440-1400-1360-1320-1280-1240-1200-1160-1120-1080-1040-1000-960-920--880-840-80019-760-720-680-640-600-560-520-480-440-400-360 -320-280-240P8-200-160-120-80-4012040160800200-24028032010360400440480520560600640680720 Nationally there were 1.8 million delay TfW Rail 24,436 367 compensation claims dealt West Midlands Trains 226,915 357 East Midlands Railway 72,454 276 with during 2019-20 rail Caledonian Sleeper 3,197 179 periods 8-10. This Northern 121,683 138 represents almost 608,000 Great Western Railway 96,523 136 more claims than the Southeastern 150,558 78 equivalent periods last year. TransPennine Express 83,772 76 *Avanti West Coast 171,691 75 Overall, 18 train operators Grand Central 2,844 69 Chiltern Railways 7,707 68 dealt with more claims in Greater Anglia 143,183 64 2019-20 rail periods 8-10 CrossCountry 49,850 58 than the same time last London North Eastern Railway 126,890 54 year. A number of these London Overground 4,093 44 operators have moved to c2c 10,360 21 DR 15 over the past year, TfL Rail 1,870 20 which means more Govia Thameslink Railway 279,495 2 passengers have become Merseyrail 178 -18 South Western Railway 190,866 -22 eligible to claim ScotRail 27,008 -38 compensation (please see Heathrow Express 2,127 -46 the table on page 2). Hull Trains 3,160 -56 0 50,000 100,000 150,000 200,000 250,000 300,000 350,000 400,000 450,000 500,000 Notes: 1). East Midlands Railway took over the East Midlands Trains franchise from 18 August 2019 (start of rail period 6). From 18 August 2019 onwards, East Midlands Railway is operating the DR 15 scheme instead of DR 30. 2). Great Western Railway operates the DR 15 scheme with some season tickets on a traditional charter scheme. 3). From 11 September 2019 onwards, Southeastern is operating the DR 15 scheme instead of DR 30. 4). * Avanti West Coast replaced Virgin Trains West Coast as the operator of the InterCity West Coast franchise on 8 December 2019.The Avanti West Coast data in this release includes data for both operators (Virgin Trains West Coast between 1 October to 7 December 2019, and Avanti West Coast from 8 December 2019 onwards).
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